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EVALUATION OF THE PATIENT EXPERIENCE IN COLONOSCOPY USING THE GRS: A COMPARISON IN 1187 PATIENTS IN FOUR HOSPITALS IN EDMONTON
S Van Zanten1, V de Jonge2, J Sint Nicolaas2, A Bala1, B Walters1, W Clarence1, E Lalor1, M van Leerdam2, E Kuipers2
1University of Alberta, Edmonton, Alberta; 2Erasmus University, Rotterdam, Netherlands
Aims: The UK Global Rating Scale (GRS) comprehensively evaluates the quality of the colonoscopy itself as well as the experience of patients undergoing colonoscopy, thereby providing a framework for service improvement. The aim of this study was to document the current status of the patient experience for colonoscopy in the four major hospitals in Edmonton.
Methods: Consecutive outpatients undergoing a colonoscopy in four hospitals in Edmonton were asked to complete a GRS derived questionnaire before and after their procedure. Questions assessed the whole journey of the patient from the booking process to discharge. The post-procedure questionnaire was completed at home.
Results: A total of 1187 patients (43% male, mean age 56) completed the questionnaire before their procedure. The post-procedure questionnaire was completed by 897 patients (response rate: 75.8%). Overall, 46% (n=634) of the patients were directly booked. 65% of the patients (n=729) stated or remembered that information about the risks of any of the complications was mentioned by a physician or nurse. Almost everybody (99.6%, n=888) signed a consent form and sedation was used in 94% (n=797) of the procedures. However, 22.6% (n=198) felt the colonoscopy was more uncomfortable than expected. The large majority (>95%) of patients felt they were treated courteously and with respect and dignity. Preliminary results after the procedure were discussed with the patients in 86.7% (n=743) of cases. 21.5% (n=184) of the patients left the hospital without any idea how to get the final results and an aftercare information sheet was given to 87.3% (n=748) of patients.
Conclusions: Overall, the patient satisfaction in the different sites in Edmonton is high and most patients are satisfied with the service they received. Improvements can be made in areas such as information provision before and after the procedure experiences. The results provide an important base from which further quality enhancement can be framed.